Complaints Procedure for Man With a Van Friern Barnet

At Man With a Van Friern Barnet we aim to provide a reliable, careful and professional removal service at all times. However, we recognise that occasionally things may not go as planned. This complaints procedure explains how you can raise any concerns about our services, and how we will respond, investigate and work to put things right.

Purpose of this Complaints Procedure

The purpose of this procedure is to make sure that all complaints are handled consistently, fairly and in a timely manner. It applies to all customers using our man and van services, including domestic moves, flat moves, small office relocations, student moves, and collection and delivery services.

We use feedback from complaints to improve our planning, handling and customer care, so that we can continue to offer a dependable local removals service.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our service that requires a response. This may include, for example:

Service issues, such as lateness, cancellations, or changes to your booking that you did not agree to.

Concerns about the way items were handled, loaded, unloaded or transported.

Issues about staff behaviour, attitude or communication.

Disputes about charges, payments, waiting times or the services provided on the day.

Concerns about damage, loss or missing items linked to a removal or delivery we have carried out.

If you are unsure whether your concern counts as a complaint, please raise it with us anyway so that we can review it and respond.

How to Make a Complaint

You should raise any complaint as soon as possible after the issue occurs so we can investigate while details are still clear. In all cases, please provide:

Your full name and, if relevant, the name on the booking.

The date of your move or booking and the collection and delivery addresses.

A clear description of what happened, including times and the names of any staff you dealt with, if known.

Any supporting information you may have, such as photographs, inventory lists, receipts or written notes.

Your preferred outcome or what you would like us to do to resolve the matter.

We encourage complaints to be made in writing so that we have a clear record of your concerns and the information you have provided. If you initially raise an issue verbally, we may ask you to confirm the key details in writing.

Time Limits for Making a Complaint

For general service issues, please submit your complaint within 14 days of the removal service being completed.

For damage to property or belongings, please notify us as soon as possible and within 7 days of completion of the move, adding photographs and any supporting evidence you have available.

Complaints raised after these timeframes may be more difficult to investigate thoroughly, but we will still review any concerns you share and respond where we can.

Our Complaints Handling Process

We follow a clear, staged process when handling complaints to ensure fair and consistent treatment.

Stage 1: Acknowledgement

Once we receive your complaint, we will acknowledge it within a reasonable time. Our acknowledgement will confirm that we have received your complaint and are looking into the matter. If we need more information to start an investigation, we will let you know.

Stage 2: Investigation

Your complaint will be reviewed by a person with appropriate responsibility and experience. The investigation may include:

Checking your booking details, agreed services and any written instructions.

Speaking to the driver and team members involved in your move.

Reviewing any notes, photographs or reports made at the time of the job.

Comparing your complaint to our usual procedures and standards.

We aim to complete our investigation and provide a full response within 28 days, depending on the complexity of the issue. If we need longer, we will explain the reason and give you an updated timeframe.

Stage 3: Response and Outcome

After the investigation, we will send you a written response setting out:

What you complained about and the information you provided.

What we have done to investigate and what we have found.

Our decision about whether the complaint is upheld in full, in part, or not upheld.

Any actions we will take, which may include an apology, an explanation, service improvements, or where appropriate a gesture of goodwill or other remedy.

We will always aim to be clear, polite and transparent in our response, even if we do not agree with every aspect of your complaint.

If You Are Not Satisfied with Our Response

If you are unhappy with the outcome at Stage 3, you may ask us to review the decision. When you do this, please explain why you disagree with our findings or outcome and provide any additional evidence you feel is relevant.

A more senior member of our team will reconsider your complaint and our initial decision. They may contact you for more details. Following this review, we will send you a final response setting out our position.

Complaints About Damage or Loss

If your complaint relates to damage or loss of items, please provide:

Photographs of the damage, taken as soon as possible after the move.

Details of the item, including age, approximate value and proof of purchase where available.

Information on the condition of the item before the move.

We will compare this information with our records and any relevant terms and conditions. Any offer of repair, replacement or contribution toward costs will take into account the age and condition of the item and the level of cover agreed before the move.

Using Complaints to Improve Our Service

We treat all complaints seriously and use them as an opportunity to improve. Where appropriate, we may:

Provide further training or guidance to staff.

Adjust our procedures for bookings, loading, securing or transporting items.

Improve our communication with customers before, during and after moves.

Review how we plan routes, timings and vehicle allocation across our service area.

By following this complaints procedure, Man With a Van Friern Barnet aims to resolve issues fairly and to continue offering a dependable, careful and responsive removal service to our customers.